Considering expected or planned changes in demographics of the work force

6.2 Human Resource Selection

Ensuring a balance of technical knowledge and people skills

Encouraging diversity of backgrounds in selected personnel

6.3 New Employee Orientation

Providing new employees with orientation that familiarizes them with the operating philosophies and practices of the Agency

Training new employees in the key aspects of the Agency and their role in it

7.0 DEVELOPMENT/PERFORMANCE METRICS People are recognized as key strategic resources. Development opportunities are provided to assure that each employee understands, supports and contributes to achieving Agency success.

7.1 Development Process

Using education and training as a key vehicle in building Agency and individual capabilities

Supporting continuous process improvement in a proactive and consistent manner

Involving all functions early in process designs to ensure integration, coordination and capability

12.4 Performance Verification

Verifying processes before use and thoroughly understanding and effectively managing them

Performing formal reviews or verification to assure products and services meet all requirements

Measuring performance in delivering products and services

13.0 BUSINESS ASSOCIATES Contributions of business associates (vendors, partners, alliances, subcontractors, etc.) for business opportunities, products and services meet all requirements and add value to business results and performance improvements.

13.1 Business Associate Processes

Integrating business associate processes with internal processes and plans to support business objectives

Establishing business associate requirements by involving internal functions as appropriate

Involving key business associates early and continuously to assure requirements are mutually established, clearly understood, effectively communicated and consistently met

13.2 Management of Business Associate Performance

Determining and measuring how well business associates are performing

Communicating performance information to business associates

Working with business associates to improve quality and performance

13.3 Business Associate Relationships

Identifying the key contacts for building strong business associate relationships

Developing these relationships to maximize agency performance

Nurturing these relationships to ensure ongoing effectiveness

14.0 SALES AND MARKETING A defined sales and marketing approach is established and is being effectively utilized in creating sales and agency awareness.

14.1 Sales Process

Establishing sales processes that target growth

Evaluating and analyzing process to track trends

Establishing and tracking objectives and goals

Taking into consideration operational metrics such as retention rates/lost business